Electronic Patient Feedback
Patient feedback in Glasgow secondary care, challenges faced, solutions sought in 2021/22 including ePQ pilot program approval and process details for electronic feedback collection.
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Presentation Transcript
Electronic Patient Feedback The Glasgow Secondary Care Perspective Andrew Harvey Una Graham
Background Patient feedback well established Majority using CARE via optical reader Approx 600 reports issued PA Few problems encountered
2019-20 Optical reader broke down Costly to fix Covid New ways of working for everyone Certain doctor groups disadvantaged
Covid recovery - problems Appraisal /revalidation reintroduced Large backlog to clear Patient feedback deemed essential by GMC Misinformation spread amongst certain specialties Feedback numbers reduced No agreement with optical company Unsustainable workload for Medical Staffing
Solutions Sought 2021/22 Scottish Appraisal Leads Network Asked around Copy primary care? External company No budget Doctors won t pay Bespoke solution? Well established eHealth service in GGC Contact made June 22
Discussion with GGC eHealth June 22 Instruction that internal solution to be explored prior to external Issues spelled out Must have/essentials identified Solution proposed July 22 Out to pilot Late 22
Pilot of ePQ Approved at Board Wide Revalidation group, Secondary Care Appraisal Group and Appraisal Leads meetings Pilot commenced November 22 for 6 months Prior to pilot discussion took place across the Board regarding test sectors -Sandyford as demographic generally younger and text savvy -MHS as patient demographic mixed choice of using one of 3 templates via the electronic system depending on specialty the Standard Questionnaire, Radiology and Child Health
Process A webropol individual package is created,with a link to the questionnaire emailed to their patients by a third party and also a QR code with a covering email. The QR code can be emailed to patients or via hard copy The doctor is also sent a link to access their patient feedback results progress at any time via a password to access their results report Results can be downloaded into Powerpoint, Excel, CSV, PDF, Word, PSS Format Participants can use a mixture of electronic and hard copy questionnaires and results merged providing one overall report
Results 87% of clinicians said that they would use the electronic system again to gather patient feedback 50% found it very easy to use 96% said it was beneficial to be able access their report online Comments provided regarding the online report were that it was excellent and easy to use well-constructed useful and straight forward Some doctors did not know how many people had been invited to complete and email addresses are not always recorded via track care https://link.webropolsurveys.com/short/8039ac02c2054c7abec1eb53 9ba3c08c 61 completed
Next steps Add boxes to allow the patient to indicate whether they are an in-patient, outpatient or day patient to allow doctors to identify which domains of practice patients have come from Insertion of a comments box for free text Notification of how many patients have been issued with the survey QR code to also be added to the hard copy version of the Questionnaire for issue Reminder to be issued by the system to patients who hadn t responded and notification to doctor when threshold reached Email addresses recorded
My personal experience https://link.webropolsurveys.com/short/9d051bb31a1d45b286a161d 0a87159a5
ePQ positives Easy to use Realtime results Cost neutral- developed in house Easy to administrate and collate results Potential for expansion beyond apppraisal
The future for ePQ in GG&C This Photo by Unknown Author is licensed under CC BY-SA-NC
